Hello there,

I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.

I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".

I need to know how to do the following things, if they're possible:

• have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)
• allow all other customers in my company to see this ticket if this option has been selected AND notify them by email
• allow all customers to see this ticket if "public" is selected